Contract renewal

[archercj]

My current Virgin contract is up for renewal in September and I received an email from them regarding a renewal price. I was a little suspicious of the email so I contatced them via their online chat.

My current contract is the Ultimate Volt Bundle with Netflix premium and Gig1 which I am paying £63.50. Yes I know that is low as it is heavily discount due to a complaint I made a few months ago.

Anyway the renewal price in the email was £76 but I was concerned it wasnt like for like (and it didnt state netflix was included). 

When I contacted them (after two 3 hour waits) I was told the actual cost was going to be £144.99. When I queried this and stated the email price of £76 they said they couldnt help me and put me through to the 'specialist' team.

This team started offering me this that and the other but it wasnt comparable with my current package (Gig1, sports HD, movies etc). When I asked for a like for like quote they came back with £152.24. At this I said, politely, I would be terminating my contract.

Anyway after a while they came back with a figure of £92.99. This aligns with what I was paying before the recent discount so I said I was happy with that as long as it was EXACTLY the same as my current package i.e. includes Netflix premium, Gig1, Sports HD, movies etc. They stated on the whatsapp chat they are all included.

So I have just been on to my account to look at my new contract. I am now on the 'Bigger Volt bundle + sports'. When I googled this it it appears there is no movies now.

The problem I have is that Virgin are the only true fibre provider and I need the speed for teh job. Otherwise I would be jumping ship. To be honest I may still do so and see what 60mb Sky is like

[archercj]

And to add salt to the wounds I have now had a further email telling me what I have lost (despite asurances I hadnt lost anything):

[archercj]

And despite my contract not ending until September they have now removed all my movie channels and started charging me more

[newapollo]

Hi @archercj 

I've moved this from the Volt forum to the manage your account forum since it's a contract issue.

There is a 14 day cooling off period which you can take advantage of.  

The frontline agents usually don't have access to packages and pricing that are available via My Virgin Media or email incentives

The best team to  speak to are retentions as they have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents

They should be able to revert you back to your previous package and pricing, or hopefully match the offer you received.

I'll watch your thread with interest as I received an email communication offering me a £17 a month off my current pricing. When looking at my contract pdf I noticed that it didn't include the free netflix, also there was no mention of my second 360 box.  The estimated activation date was last Saturday 22nd July but it still hasn't gone through.

[Natalie_L]

Hello archercj, 

Thank you for posting to us here on the community. 

We are very sorry to hear of the issues you are experiencing with your package. 

In order to look in to this further, I am going to pop you over a private message to take a few details. 

This will be available via the red bar at the top of the page. 

Speak soon, 

[archercj]

Will do @newapollo.

Spoke to another CS today and they offered me basically my original package for £70pm. Only thing is that it is Netflix Standard and they have said I need to talk to netflix direct to upgrade to Premium (£5). I have added Sky UHD (sounds like long life milk lol) so my revised price is £80pm which includes all sports and movie channels plus Gig1 and support for 2 boxes. Tey sent me a link via Whatsapp with the contract but I have not received an email or had my account updated to reflect this yet. Patience I suppose.

Only issue is that I have just come to watch TV and ALL channels on the box are greyed out and saying I need to subscribe. Fingers crossed its sorted by the morning

[archercj]

You cant make their incompetence up. Depsite sorting out the correct contratc I am still without ALL chanells on one box (all disabled) and no movies etc on the other. Amazing how quick they were to screw it all up (oh yes sir your new contractr is exactly the same as your old one now) yet seem incapable of sorting it out.

[archercj]

Now they are saying they have no knowledge of the revised contract :-). Lucky I have the contract AND a full Whatsapp audit of discussions

[archercj]

Just had an email requesting return one of my two 360 boxes. It gets better and better

[archercj]

Just spoken to someone - remember those days lol. Really helpful chap. Raised my formal complaint after he told me the previous CS person had incorrectly terminated one of my 360 boxes and the process to reinstate it could take 72 hours. Oh well no cricket or rugby league for me.